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4.1.1 - Outbound Dialer use cases

1. Customer Retention

Many businesses have implemented some kind of customer retention process. Especially young B2C businesses with a large customer base invest in sales processes that focus on retaining and recovering customers.

Without an automated process, Sales representatives have to scroll through manually created filter lists, select potentially interesting customers they want to recover, call them and leave manual notes in the account. You can already see, much is wrong in this scenario:

Agents manually search for potential contacts to call

Every customer must be called manually

Agents have to dial many times before connecting to a customer

Every activity has to be documented

Agents rely on their colleagues that they logged every call activity

If documentation is not done thoroughly, customers might be called again, even though they already talked to another sales rep, or even worse, they might have requested to be put on a do-not-call list

Outbound dialer are a great way to automate and improve this process: team managers pre-define certain criteria (maybe a specific cancellation reason) and select all matching contacts from their CRM or database. They upload these contacts and have their agents log into the campaign they created on babelforce. The dialer will run through the leads and only forward the call to the agent if it is successfully connected.

Agents can easily choose the call outcome and they also have an automatic call record pushed to them where they can leave further notes or can follow up any pre-defined retention process.

2. Up-Selling

Having your support or sales team engage in up-selling can often be vital for your business. However, it is also a delicate matter. Regulations demand a careful selection of the customers you and your team are allowed to call. Also, you should always be careful not to call customers too often.

Having your team manually pick and call customers that might qualify for one of your new products is not only inefficient but can also lead to legal implications if your team gets in touch with customers that disagreed to phone contact.

A much safer and more efficient way is an automated dialer. Managers can use advanced filtering to select only those customer that have not opted out of phone contact. Also, they can easily create customer groups and based on these, setup targeted campaigns focusing on the predefined segments, therefore making it easier to measure the success of a campaign.

Just as explained in the example above, agents can easily join a campaign, they don't have to manually dial numbers or create records - babelforce takes care of that.

3. Automated Callbacks

Calling back has become a service many customers expect. However, in a standard inbound service center, this service can be rather expensive. Usually, managers have to take one or more full-time employees away from their daily tasks and assign them to do manual outbound calls. Like in the use case above, agents have to dial the customer's phone number and in many cases they will probably not reach the person they try to call back. Again, a manual logging of these call activities is required and usually, services will only try to call back once as more attempts would be to expensive.

Overall, this is not a very satisfying process. Combining the babelforce inbound automation with the babelforce dialer will solve most of these challenges. babelforce enables you to automatically add callback request to a contact list. You only need to have two or three of your agents logged into a campaign - as soon as they are free and the automatic dialer was able to reach the customer who requested the call back, your agents will automatically be connected to the call. They will automatically receive a call record and see the customers profile the moment they are connected to the customer so they are able to review the caller's history.

What's even better: agents do not need to sit at their workstation, waiting for the dialer to connect them to a call. They will be free for incoming calls as well, enabling you to plan your team as efficient as possible.

If you already feel comfortable and know that the dialer meets your expectations, continue reading. The following articles will leave the high level grounds and explain in detail how to set up your first outbound campaign.